Customer Service Coordinator

Customer Service Coordinator Job Description Template

Our company is looking for a Customer Service Coordinator to join our team.

Responsibilities:

  • Liaising with production and dispatch teams to ensure customer lead times are met;
  • Receiving inbound calls, troubleshooting and resolving technical queries as well as ordering parts required;
  • Make proactive outbound calls to retailers promoting products and update Customer details as well as organising visits for the Sales Team;
  • Coordinating Customer delivery requirements and follow the necessary procedures and communicating where required;
  • Record customer/consumer complaints, recognise and report trends and report any quality issues to the Customer Service Manager;
  • Dealing with incoming customer emails – logging system faults onto the system;
  • Receiving inbound calls and distributing them to other colleagues when required;
  • Provide first class customer service and administrative support;
  • To ensure all accounts reconcile at the end of the working day;
  • Ensuring sub-contractors receive written instructions using relevant documentation, and ensuring contra charge notices as are issued when required;
  • Upsell extra party products upon booking and final payment to help achieve party booking targets;
  • Assisting customers with order issues (returns/faulty products) via email or occasionally by phone;
  • Reviewing invoices;
  • Action all call back requests;
  • Provide information for reports.

Requirements:

  • Able to work under pressure;
  • Communicate with customers and third parties in a clear, concise and professional way;
  • Confident phone manner with the ability to ask questions to gain the information you need;
  • Numerate;
  • Organised to a high degree;
  • Polite Telephone Manner;
  • Bank presentations and Letter of Credit;
  • A good working knowledge of Word, Excel and web-based functionality;
  • Liaise with partners to establish best routes of repair;
  • Actively look for opportunities to upgrade levels of cover through effective listening and identification of customer needs;
  • Attending meetings to discuss orders with production in order to keep customers updated;
  • Be able to update and maintain the company social media platforms;
  • Experience in Customer Service/Administration;
  • Commercial awareness and the desire to ensure customer satisfaction;
  • Preparing quotations, dealing with customer’s queries.